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hey welcome back to how to manage tech
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with me dean tubey in the last lesson we
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looked at the run stage processes of our
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process skeleton or our value stage if
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you like where we handle the operations
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and we looked at the flow through from
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an incident to a solution via release
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what i want to do now in this lesson is
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i want to talk to you about the tactical
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stage we actually put a solution
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together largely driven by design and
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project management how those two work
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together useful for both project
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managers and i.t service managers
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if you find this content useful please
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subscribe to the channel that'll be a
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great way of supporting me let's get
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stuck in
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[Music]
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we finished off with uh this picture
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here and as you remember we had the
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service desk into the problem change
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release deploy helping us take a bug all
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the way through to a fix supported by
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self-service options to log requests
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which can get fulfilled in a number of
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ways along with you know an error
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database there we've got our problems
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stored as well as
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testing of our releases going
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configuration management catering
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information on our items i want to
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embark on the next part moving up if you
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like the value stream to the earlier
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stages of design planning project
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management and how we put our solutions
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together what i'm going to talk to you
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now about is how we launch a project and
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how we go about doing the design but i'm
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going to pick on a few particular
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aspects of the design project management
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solution development is something i'm
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going to cover later but for the time
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being i'm in the itsm world and i want
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to show how projects are going to
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interact with that itsm world and let's
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start with our project being kicked off
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like so remember we talked about things
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like prince2 pin block agile project
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management of course you can also do
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this with an ongoing development method
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product delivery method if you've got an
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existing solution you're rolling out
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updates to it but the point being here
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that we've probably got a big slab of
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work to do and we're in what we call an
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initiative or a project mode all right
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so is we're going to invoke now i'm
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going to call this design planning this
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is an aspect of the itsm framework where
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we start planning our products and
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services very popular here is using
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human centered design and human centered
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design is where we put people first
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we're trying to improve the lives of
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people through the design of products
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and solutions and how that's impinging
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in it is through usability but also into
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the actual itsm field itself making it
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far easier to engage with it and looking
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at what sort of journey customers go on
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in dealing with us what happens here
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then is going to branch in a couple
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directions from that service planning
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going to go down and get into some of
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the engineering stuff and going to go
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across if you like doing software
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development doing solution development
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assuming there's a software component to
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it and also going to look at
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organizational change so let me add
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those things in now what i want to
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suggest is that we're going to have what
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we call a service catalog in our servers
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catalog is like a menu of existing
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services that we already offer and our
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service catalog is the reference for
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what we're adding to what we're going to
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be modifying or for example we might be
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doing some work that offers new levels
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of service we also think it's really
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important to start looking at what are
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the effects going to be on people and
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the organization so we need to start
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looking at our organizational change
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elements like so we can go a few ways
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here now in particular what i want to do
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is follow a fairly traditional route and
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show you how from the design planning we
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go into business analysis and then
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software development and show our
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business analysis now it's a relatively
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new inclusion at a very high level in
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isil framework certainly business
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analysis has been around for quite a
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while as a well-established practice and
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as i mentioned before what that's going
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to do is lead on to our software
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development piece and this is where you
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might be invoking things like scrum
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what i'm going to add in here is a
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really important part and this is that
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what we need to do if the service
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catalog is the menu then negotiating a
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service level agreement is like a way to
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taking an order in other words what
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we're doing with our customers saying
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what parts of the existing services we
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run and products that we have are you
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using and then what is the new and
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bespoke stuff that we're adding into the
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mix and it's a blend obviously
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potentially of a brand new solution
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nothing from the catalog so we're adding
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a new entry into the catalog or we're
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just making a minor upgrade to an
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existing entry into that catalog so what
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now happens then this is very very
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important for it service management is
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we invoke a practice called service
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level management and this is where we
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negotiate the level of service this is a
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key design element this is a key
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expectation management tool service
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level management then is where we start
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discussing what exactly the quality
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levels are and what exactly the prices
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are going to be that the customer can
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afford and this is where we get into a
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lot more of the engineering now one of
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the major outputs from this is a service
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level agreement or an sla which you may
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well have heard of all right what i'm
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going to do is i'm going to indicate
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that this is a document by turning up a
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little corner now that's that's a key
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expectation management tool the sla is a
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statement in plain simple english what a
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customer can expect to get by way of
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performance by way of price by way of
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levels of service in terms of say
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response around bugs and incidents and
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so on it basically lays out what the
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different parameters of the surface are
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going to be but there's some negotiation
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that went into getting this and i want
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to show you now what that negotiation
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would have entailed and this is where
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the engineering piece comes in as i'll
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show you now there are four main
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engineering elements that we need to get
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right there can be plenty more of course
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but this will do us for the purposes of
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this discussion here and you can see
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here that i'm writing security
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continuity capacity and availability
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management what these are is these are
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practices with engineers and architects
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who work on making sure that these
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appropriate levels are going to be part
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of that service that we've just
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negotiated and what happens is we come
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from a draft of the sla down into these
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engineering processes because what we
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have is from the service level
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management initial gathering of customer
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requirements and then what's going to
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happen is we're going to go to
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engineering and say okay are you able to
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achieve these levels of performance
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these levels of uptime these levels of
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security these levels of resilience and
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recoverability within the budget that
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we've been given within the parameters
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that we've initially gathered from our
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customer depending on how much of your
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internal engineering teams are doing
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this and how much of this you're
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outsourcing you're going to need to have
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a conversation with your vendors
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we are probably largely dependent on
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what our vendors can offer us so if
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you're using say for example amazon web
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services or you're using google or azure
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or you're using say communication
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providers telco providers and so on
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you're gonna be largely dependent on
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what it is that they can provide in
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terms of your ability to support your
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customers needs now the ultimate net
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effect of dealing with those suppliers
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then is that you're going to negotiate
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contracts and again i'm showing those a
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little turned up document here and i
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haven't alluded to this before but there
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is such a thing as service integration
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and management there's another framework
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a multi-vendor framework and it
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dovetails in very nicely with itel and
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works very well if you're trying to run
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services seamlessly across a variety of
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vendors let's have our workforce i'm
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going to call them workforce and talent
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because i like that sort of talent and
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it's hard not to have a discussion about
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your talent your workforce and not find
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yourself discussing knowledge and
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certainly what happens is we generate
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knowledge and lessons learned throughout
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this design exercise part of our
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business analysis then is on those
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non-functional requirements there's a
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concept in itsm called warranty and we
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have two concepts utility warranty
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warranty is the non-functional
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cross-functional requirements if you
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like so the usability the serviceability
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scalability availability continuity and
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so on as you can see we've also got what
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we call the utility which is the
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functional stuff so this set of
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practices here looks after that cross
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functional or non-functional sometimes
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this is known this is called the
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warranty this is where all the money
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goes when it comes to engineering
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quality into the service it's probably
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fair to say that it's up here around the
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business analysis and the software
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development stage that we are primarily
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focused on utility or the functionality
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that's not entirely fair but it will do
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us for the purposes of this discussion
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the last piece that i want to introduce
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is just pulling this all together with
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what i call design coordination it pulls
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together all the documentation the
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templates the knowledge into what we
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call a service design package as well as
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starts producing change requests to
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actually get things implemented such as
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releases of software and releases of
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infrastructure so let's go ahead and add
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that in
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so this is our design coordination where
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we put all of that work together and we
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ensure that project is getting all of
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the support that it needs we're going to
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produce a thing called a service design
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package
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i'm going to imply it's got a few pages
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to it
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and we're also going to provide those
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change requests which feed into the
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change management process we saw before
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and there's going to be a few of those
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what you've essentially got there is a
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whole design piece going on from
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infrastructure and applications
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collectively coming together as a
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service as a product underpinning a
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service this is at the heart of itsm
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thinking
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all right so that's the third of our
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itil process skeletons dealing with
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predominantly the project and design
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stage in my next lesson i want to take
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you through the portfolio architecture
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and strategic stuff and that will have
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our service management framework wrapped
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up for you see you in the next lesson
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i'm dean tuvey and i hope you're
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enjoying learning how to manage tech if
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you like this video then hit the like
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button and subscribe remember to hit the
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bell notification so be updated when i
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release a new lesson and feel free to
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share this lesson with anyone you think
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you might get value out of it i've added
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some cards to the next lessons you might
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want to watch after this one feel free
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to ask many questions or leave a comment
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below along with any ideas you have for
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future videos thanks very much for
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watching i look forward to chatting to
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you more soon
